This pending case dates to December 2007. Since there isn't the space available to feature all the letters exchanged in this case, here is the most recent letter sent by Mr and Mrs Ciantar on May 20:

'With reference to our letter dated February 6, and an e-mail sent on February 22, it is clear that Mr Gauci was far from sensitive to customers' needs.

'Our complaint does not contradict the fact that Mr Gauci and his staff (technician and sales assistant) did not consider our problems. We resorted to writing to this column because Noel Gauci Group did not act in time. Moreover, the way things proceeded suggested that if trouble arose at a later stage, we wouldn't have received an adequate service.

'The letter Mr Gauci sent confirms our difficulties. The main fault with our solar panel was the electrical element. Now we understand why it is not covered by a guarantee. The technician sent by Mr Gauci came to check the voltage on three occasions. On the first two, after the electrical element had already been replaced three times, he found the voltage stable. It was only on the third visit (when four or five elements had been replaced) that the technician said that the voltage was slightly above average.

'No one ever mentioned very high voltage. It was only then that Mr Gauci and his technician suggested that we should check with Enemalta. It must be said that the first element, which was installed with the new system, was changed because it was faulty. In fact, we were told that all elements from that shipment needed to be replaced. The second element had to be replaced because Mr Gauci's company had given us a second-hand item. We were informed about this only when we called for a third one.

'In the meantime, I must emphasise that all this has caused us great inconvenience. We had to have a bath at our parents' house every day before work at 5 a.m. At times, even our toddler had to wash with cold water. All this in the peak of winter.

'Regarding Mr Gauci's comment on our effort to contact Enemalta for the voltage reader, unfortunately neither I nor my husband can phone from work.

'Our working hours happen to coincide with Enemalta's opening hours. However, I sometimes managed to contact Enemalta three times a day to obtain the reader. It was only available on the day the records are shown.

'I am sorry, but I do not believe that a customer who has paid an amount of money on such a basic household appliance should go through all this to get such ill service.' (Chris and Claire Ciantar)

On May 30, I sent Gava Interiors a copy of this letter. On July 2, I resent the letter to Gava Interiors, asking for their comments, to no avail. On July 23, I sent them another copy, still to no avail.